Gaming Operations Shift Manager

Job Title: Gaming Operations Shift Manager

Job Summary: Responsible for overseeing day-to-day HRM operations during an assigned shift, managing the overall gaming floor, and ensuring team efficiency, guest service, and compliance with departmental policies and state regulations. Develops and mentors team members to enhance performance and service quality.

Specific Duties and Responsibilities:

• Observe and supervise HRM operations, countersigning hand-paid jackpots as required.
• Coordinate with Security and other departments to ensure optimal guest service.
• Assist in developing and updating training programs for new and existing employees, evaluating their competence levels.
• Maintain and update operating manuals and training materials for the department.
• Ensure compliance with state regulations and internal controls related to HRM operations, including safeguarding funds and monitoring employee activities.
• Assist in hiring, scheduling, performance evaluations, and other employee support functions.
• Recommend appropriate staffing levels and approve scheduling when not acting as the Manager.
• Monitor activities that may affect departmental efficiency and effectiveness.
• Attend guest functions as needed and ensure adherence to regulatory compliance policies.
• Promote maximum productivity and ensure smooth operations.
• Ensure that facilities and equipment are available and functioning properly.
• Implement marketing plans to promote HRM volume.
• Inspire and lead team members by demonstrating commitment and energy in all endeavors.
• Provide superior customer service and act as a positive role model for employees.
• Use guest feedback and data to continuously improve service quality.
• Address service breakdowns promptly and follow up to ensure guest satisfaction.
• Keep the team informed about property promotions and events.
• Develop skilled employees, set realistic service standards, and hold team members accountable.
• Communicate and enforce company expectations, including policies, procedures, and department goals.
• Address employee performance issues through coaching and ongoing feedback.

Regulatory and Compliance Responsibilities:

• Attend required training sessions provided by the company.
• Obtain and maintain necessary state-required licenses.
• Comply with local laws and regulations in all job duties.
• Ensure minors are not allowed to gamble, drink alcohol, or purchase tobacco.
• Understand relevant ordinances, regulations, and departmental policies.
• Be aware of the property’s programs addressing problem gaming.
• Report any known wrongdoing.

Education, Training, and Experience:

• Minimum of three years of leadership experience in the gaming industry, with a preference for HRM experience.
• Intermediate proficiency in Microsoft Word, Excel, and Outlook.
• Previous supervisory experience preferred.
• Understanding of HRM operations and its relation to the organization.
• Ability to interact effectively and courteously with customers.
• Strong verbal and written communication skills in English.

Physical Demands:

• Frequent standing, walking, and use of hands for reaching and handling objects.
• Ability to lift, push, and pull over 25 lbs.
• Work environment is typically moderate to loud, requiring circulation throughout the assigned areas, including smoking areas.

Additional Information:

This job description does not encompass all duties and may be subject to change. Employees are expected to follow additional job-related instructions from supervisors. This document does not create an employment contract, implied or otherwise, beyond an “at-will” employment relationship.

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